Workforce Engagement Management

Some Tips & Tricks to help you on your way with

Quality Assurance & Compliance

Policies

Are you tired of spending time manually searching and selecting calls to evaluate? There is an alternative, by using policies.

Policies are used to automate the selection of calls for the purposes of evaluation. You have total control to filter the media type, direction, user, team, timeframe, queue, wrap up code, and call duration.

You can assign by agent or assign by evaluator. You can use multiple policies simultaneously to accommodate different media types or different quality programs for different business units.

Policies are managed in the Quality Admin section. If you don’t see the menu option, talk to your Administrator to get permission.

Interaction Filters

Do you often find yourself looking for something specific on the Performance/Interactions page? You can use filters (there are over 100 available) to focus on what you are looking for. After you set up your filter(s) for what you want, you can save that view by selecting the save option in the upper right of the screen. To use the same filter view in the future, in the Performance view screen, select + to add a new tab and all of your saved filters are there for you.

Evaluation Assistance

Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

For example, if your organization has a standard greeting used by the agents, you can define all those “acceptable greetings” in a STA topic called Greeting. When creating your evaluation form, if you have a question “did the agent use the defined corporate greeting” you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

Evaluation Form Management

Want to make a minor change to an evaluation form? Want to add a question? Remove a question? Change the wording? Managing your evaluation forms just got a lot easier with the feature that was added that allows you to copy an existing evaluation form. You can easily do this by going into your evaluation forms, opening the form you want to copy, and select copy form, and you now have a draft copy you can modify, update, and publish without retyping all your questions.